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ITILSOA - ITIL Capability: Service Offerings & Agreements


Duration: 5 days
The Service Offerings and Agreements (SOA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Strategy and ITIL Service Design publications.

The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.


  • Overview of SOA processes and basic principles •The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI) 
  • Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
        • Service portfolio management, which provides documentation for         services and prospective services in business terms
        • Service catalogue management, which is concerned with the         production and documentation of the service catalogue from a business and a technical viewpoint
        • Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
       • Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
        • Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management 
        • Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
        • Business relationship management, which ensures the customer’s requirements are correctly identified

  • SOA roles and responsibilities 
  • Technology and implementation considerations 
  • Challenges, critical success factors and risks


The target group of the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate includes, but is not restricted to:
  • IT Professionals
  • Business managers
  • Business process owners 
  • Individuals who require a deep understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in service portfolio management; service level management; service catalogue management; demand management; supplier management; financial management for IT services and business relationship management who wish to enhance their role-based capabilities 
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications 
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


  • Module 1: Introduction to service offerings and agreements (SOA)
  • Module 2: Service portfolio management
  • Module 3: Service catalogue management
  • Module 4: Service level management
  • Module 5: Demand management
  • Module 6: Supplier management
  • Module 7: Financial Management for IT services
  • Module 8: Business relationship management
  • Module 9: SOA roles and responsibilities
  • Module 10: Technology and implementation considerations


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes). It is recommended that candidates: 
     • Can demonstrate familiarity with IT terminology and understand that the         context of service offerings and agreements management within their         own business environment is strongly recommended

     • Have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities:

        • Service portfolio management
        • Service catalogue management
        • Service level management
        • Demand management
        • Supplier management
        • Financial management for IT services
        • Business relationship management



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